Customer Service Excellence Standard


Shropdoc has achieved the prestigious Customer Service Excellence Standard.

Assessors who visited the Shropdoc head office in Shrewsbury said staff should be “proud” of having met the standard with such a good level of compliance.

The standard, developed because the Government wanted services for all that were efficient, effective, excellent, equitable and empowering, always has the citizen at the heart of service provision.

The Customer Service Excellence standard tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude.

There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.

Hugh Keachie, the assessor of Shropdoc, said:
“Shropdoc can be proud of having met the Customer Service Excellence Standard with a good level of compliance. They have demonstrated excellent practice in providing relevant evidence and co-operation giving access to all areas of provision during its Customer Service Excellence assessment. Shropdoc staff were keen to ensure assistance, guidance and support is given to all who use the service. Shropdoc is committed to communicating regularly with staff in a number of ways one of these ways is via the Staff Consultative Group. This is a forum with elected representatives from all areas of the workforce and provides the opportunity to exchange views between management and staff on issues of mutual concern and interest.”

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“Shropdoc service is in good health

I would like to make a comment on the Shropdoc Service which I have been very impressed with over the past two weeks. The service and attention given by Drs McMurray and Lovell during their visits to my home has been fantastic. Being a senior citizen aged 91, I was very concerned with my state of health. The reassurance and medication given by these two doctors certainly improved my condition. Furthermore, the time taken to visit me was very quick and responsive. I feel some of the bad publicity on the NHS Shropdoc service is not warranted and not a true reflection of the excellent service I received during the past two weekends. Many thanks to all concerned….much appreciated.

Monica Ellis, Brookfields, Weston Rhyn”